{"id":2418820,"url":"https://alion.io/job/cai-application-support-lead","title":"Application Support Lead","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AppDynamics","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"Datadog","optional":false},{"name":"Dynatrace","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Java","optional":false},{"name":"Jira","optional":false},{"name":"Next.js","optional":false},{"name":"Self-Healing","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"JavaScript","optional":true},{"name":"React.js","optional":true}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-13T05:17:54Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Application Support LeadReq number:\nR8507Employment type:\nFull timeWorksite flexibility:\nRemoteWho we are\nCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.\nJob Summary\nAs a Application Support Lead, you will report to the Sr. Manager of Software Engineering and is responsible for ensuring the stability, reliability, performance, and operational excellence of critical business applications and services. This role provides technical leadership for production support activities, major incident management, problem resolution, root cause analysis, service reliability improvements, and operational readiness across the product portfolio.Job Description\nWe are looking for aApplication Support Lead serves as the primary technical escalation point for complex production issues and works closely with Engineering, Product Management, Infrastructure, Security, QA, and Business stakeholders to ensure high system availability and customer satisfaction. This role requires strong expertise in application support, troubleshooting, software engineering, DevOps practices, observability tools, incident response, and continuous improvement methodologies. This position will be full-time and remote.\nWhat You'll Do\nLead production support activities for business-critical applications and services\nEnsure high availability, performance, reliability, and operational stability of supported systems\nAct as the technical escalation point for critical incidents and complex production issues\nCoordinate cross-functional teams during incident response and service restoration efforts\nDrive effective communication during incidents, outages, and service disruptions\nLead Major Incident Management (MIM) activities and support timely issue resolution\nConduct root cause analysis (RCA) and post-incident reviews to identify corrective and preventative actions\nDevelop and maintain incident management processes, support runbooks, and operational procedures\nTrack recurring issues and implement permanent fixes to reduce incident volume\nMonitor support metrics and service trends to proactively identify risks and improvement opportunities\nEstablish and enforce production support standards, operational procedures, and service-level objectives\nDrive application resiliency, scalability, performance, and reliability improvements\nImplement monitoring, alerting, observability, and automated recovery capabilities\nLead initiatives focused on reducing technical debt and increasing platform stability\nEnsure systems meet security, compliance, audit, and governance requirements\nProvide technical leadership and guidance to production support engineers\nMentor team members and promote knowledge sharing across the organization\nCollaborate with development teams to improve application supportability and operational readiness\nParticipate in architecture reviews to ensure operational requirements are considered throughout the software lifecycle\nDefine best practices for support transition, deployment readiness, and production acceptance\nDrive automation initiatives to improve efficiency and reduce manual operational tasks\nImprove incident detection, diagnosis, remediation, and reporting processes\nPartner with engineering teams to implement self-healing and proactive support capabilities\nPromote continuous improvement through metrics, analysis, and operational reviews\nPartner with Product Owners, Engineering teams, Infrastructure teams, Vendors, and Business stakeholders\nProvide operational status reporting and executive-level communication on system health and service performance\nParticipate in change management processes to assess operational risk and production readiness\nEnsure support priorities align with business and operational objectives\nParticipate in production support on-call and escalation processes as required\nPerform other job-related duties as assigned by management\nBudget and Resource Planning\nUnderstand accounting rules related to expense and capital activities\nIdentify opportunities for operational cost optimization\nMonitor production support efforts and resource utilization\nSupport planning and prioritization of maintenance, reliability, and technical debt initiatives\nWhat You'll Need\nRequired:\nBachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline\n8+ years of experience in Software Engineering, Application Support, Site Reliability Engineering (SRE), or Production Operations\n3+ years of experience leading technical teams or production support organizations\nExperience supporting mission-critical enterprise applications in a 24x7 environment\nDemonstrated success leading major incident management and service restoration efforts\nExperience working within globally distributed teams and complex enterprise environments\nDeep understanding of Incident, Problem, Change, and Release Management processes\nExperience leading critical incident response and coordinating cross-functional resolution teams\nStrong analytical and troubleshooting capabilities for complex application and infrastructure issues\nProven ability to perform detailed root cause investigations for system failures and performance degradation\nEstablish corrective and preventative actions to improve overall service reliability\nExperience implementing and supporting monitoring, alerting, logging, and observability platforms\nAbility to define service health indicators, operational dashboards, and support metrics\nStrong understanding of modern application architectures, APIs, microservices, databases, and cloud technologies\nWorking knowledge of Java, React, NextJS, SQL, and related enterprise application technologies\nAbility to review code, identify supportability improvements, and collaborate effectively with development teams\nExperience with CI/CD pipelines, deployment automation, and operational tooling\nAbility to automate repetitive support tasks and operational processes\nFamiliarity with Infrastructure as Code (IaC), scripting, and cloud-native operational practices\nStrong understanding of system performance, scalability, resiliency, and disaster recovery principles\nExperience improving application uptime and reducing service disruptions\nEnsure compliance with enterprise standards, security requirements, and operational controls\nParticipate in audits, operational reviews, and risk management activities\nLead, mentor, and develop production support engineers\nFoster a culture of accountability, ownership, innovation, and continuous improvement\nPromote knowledge sharing and operational best practices across teams\nAbility to communicate technical issues and operational risks to both technical and executive audiences\nStrong collaboration skills with Product, Engineering, Infrastructure, QA, Security, and Business teams\nPreferred:\nExperience supporting enterprise applications in cloud environments such as Azure or AWS\nExperience with ServiceNow, Jira, Dynatrace, Splunk, AppDynamics, Datadog, Grafana, or similar observability platforms\nExperience managing on-call support rotations and operational support models\nUnderstanding of ITIL processes and Service Management best practices\nExperience implementing SRE practices, service-level indicators (SLIs), service-level objectives (SLOs), and operational maturity frameworks\nPhysical Demands\nAbility to safely and successfully perform the essential job functions\nSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.\nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\nReasonable accommodation statement\nIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to  (888) 824 - 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